ISP Network WiFi Connected But No Internet Access opening a website in Ms Edge on Windows 11

Question

The error message "we can’t open this MS contact support link; your device needs a new app to open this link" typically indicates that the "Get Help" app is missing or not functioning properly.

Answer 1

If you are experiencing an issue where your device is connected to the ISP's WiFi network but cannot access the internet, and you encounter the error message stating that the "Get Help" app is missing or not functioning properly, it may indicate a problem with your network settings or the required applications on your Windows 11 device.

Here are some steps you can take to troubleshoot the issue:

1. Check Network Connection: Ensure that your device is properly connected to the WiFi network. You can do this by checking the network icon in the taskbar.
2. Network Troubleshooter: Use the built-in network troubleshooter in Windows 11. You can access this by going to Settings > Network & Internet > Status, and then selecting "Network troubleshooter."
3. Reset Network Settings: If the issue persists, consider resetting your network settings. This can be done in Settings > Network & Internet > Advanced network settings > Network reset.
4. Reinstall Get Help App: If the "Get Help" app is indeed missing, you might want to reinstall or repair it. You can do this through the Microsoft Store or by using PowerShell commands to reinstall the app.
5. Check for Windows Updates: Ensure your Windows 11 is up to date, as updates can fix bugs and improve system performance.

If these steps do not resolve the issue, you may need to contact your ISP for further assistance, as there could be an issue with the internet service itself.

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References:

• An Internet Explorer or Edge window opens when your computer connects to a corporate network or a public network
• Internet Explorer (IE) mode troubleshooting and FAQ
• Troubleshoot network problems
• An Internet Explorer or Edge window opens when your computer connects to a corporate network or a public network
• An Internet Explorer or Edge window opens when your computer connects to a corporate network or a public network
• Internet Explorer (IE) mode troubleshooting and FAQ
• Troubleshoot network problems

Answer 2

Hi Robert,

Thanks for reaching out. I understand how frustrating it can be when your device says you’re connected to Wi-Fi but there’s no internet, and then Edge pops up with that ‘can’t open this Microsoft support link’ message. That usually happens because the Get Help app isn’t installed or isn’t working right.

First, reinstall or repair the Get Help app so support links work. Open an elevated Command Prompt and run:
winget install --id Microsoft.GetHelp -e

If needed, go to Settings → System → System components → Get Help → Advanced options and choose Repair or Reset.

Second, run the network troubleshooter under Settings → System → Troubleshoot → Other troubleshooters → Network & Internet to resolve common issues.

Third, perform a network reset via Settings → Network & Internet → Advanced network settings → Network reset, then restart your PC.

Last, if the issue persists, update or reinstall your Wi-Fi adapter driver in Device Manager

I hope you find this information helpful. Please let me know if you have any further questions If the answer is helpful, please click "Accept Answer".

Regards,

Carlo